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Frequently Asked Questions from Callers

Is Nightline confidential? 
All calls and anything you tell us during a call is confidential within Nightline.  This means that we will not talk to anyone outside of Nightline about anything we hear in a call. The only exceptions to this are if a caller provides us with information about an act of terrorism during a call – in this case we are bound to report this information to police by law. This includes historical acts of terrorism. We may also breach confidentiality in situations where we have specific identifying information (e.g. a landline phone number or specific location or address) and we believe that your life is at imminent risk and that your decision making is impaired in some way.

Do you record calls? 
No, we never record calls

Does anyone listen into calls? 
Calls may be listened into by another volunteer in the Nightline office in order to monitor and support the volunteer who is talking to you. The second volunteer will not talk or participate in the call.   

Do you keep written information about calls? 
We keep some information about calls such as length of call, time and date, and method of contact. This is for our own call statistics – no personal information about you will be recorded and we will never ask for your name or any other identifiable information. If a volunteer takes any additional notes whilst on a call these are shredded in our office straight after the call. 

Can you call me back? 
Yes, if you ring us but are short on credit or want us to call you back on another number, that's fine. We will need to take down a telephone number and ask what you want us to do if somebody else answers the phone before we can do this. We also accept reverse charge calls from within the UK.   

How much does it cost to call? 
Calls cost standard local landline rates.

Can I request to speak to a male or female volunteer?  
Unfortunately we cannot ensure that there is always a male and a female on every shift. Where there is you can ask to speak to a specific gender of volunteer however we cannot guarantee that we will always be able meet your request. 

Do you give advice?
We offer emotional support and information upon request but do not give advice. We believe that you have the right to make your own decisions and we will happily explore options with you, but will not recommend a specific course of action. 

Where can I find out more about your privacy policies?
Right here!

Frequently Asked Questions from Prospective Volunteers:

Who runs Nightline? 
We rely first and foremost on the commitment of our student volunteers to keep the service running. We are a student led organisation managed by a committee of volunteer officers chaired by a sabbatical officer from each Students' Union/Association (at GCU and Strathclyde).  We are supported in our work by two members of Students' Union/Association staff (one from GCU, one from Strathclyde) and by the national Nightline Association. 

Can anyone volunteer? 
Any student at Strathclyde or Glasgow Caledonian Universities is eligible to apply to join Nightline so long as you are not in your final semester of study. Upon joining Nightline, we ask that volunteers are able to commit a minimum of two semesters with us. This is due to the period of in-depth training and probation involved in joining Nightline and the limited time available to complete the minimum required shifts for the year as a result. 

What does the training involve?  
Our new volunteer training runs every October and February and takes place over four sessions: two Monday evenings from 5.15pm-7.30pm and the full weekend in between (9am-5pm each day). The training is quite intense and interactive - you will get plenty of opportunity to get to know one another and learn about then practice valuable active listening skills. Is it essential that trainees attend all four of the training sessions in order to complete the training, as well as undertaking an assessed skills practice and end of training interview afterwards before they become a Nightline volunteer and start signing up for shifts.

What is it like being on shift?  
This is a tricky one to answer as no two shifts are the same! There is no way of knowing how many calls you will get on a shift or what they will be about  but don’t worry, your training will equip you to deal with any type of call.  What we can tell you is that there are always 2 volunteers on shift (we don’t do lone working) so you’ll get the chance to know your shift partners well!  The office is in the city centre and is fully equipped with a kitchen, toilets and showers as well as two computers, a TV/DVD player, stereo, board games and comfy sofas to rest between calls.

How many shifts would I need to do?  
You commit as a trained volunteer to sign up for one overnight shift (7pm-7am) every two weeks. You choose when your shifts will be on our online rota so you can plan ahead and fit your shifts around your other commitments.

How do I apply? 
Just got to the “Volunteering with Us” section to read some more information about volunteering and to complete the online application form and one of our staff coordinators will get back to you to arrange a phone interview.

Information about our Text Service

What can I text Nightline for? 
You can text us on 07982 107 920 for anything at all, exactly the same as our phone and online service! Whether it's to chat about something bothering or upsetting you or just to get a phone number, our text service is available any time we're open, 7pm to 7am, Monday to Friday.

Can you text me? 
Yes, if you call us and need some information, but don't have a pen and paper handy, we can text it to you. You'll need to give us your phone number, but this will be shredded immediately after we use it.

Can I phone the mobile number? 
No, unfortunately we can only accept phone calls on our main number, 0141 552 2555.

How long will it take you to get back to me? 
We aim to respond to all text messages we receive when a shift is open within 15 minutes. If we are busy with another caller, we will respond to inform you of this and let you know that we will get back to you as soon as we are available.

Will you be able to see and store my number? 
We will be able to see it if you text us, but we will never store your number. Confidentiality is at the core of everything Nightline does and all messages - in the inbox and sent messages - will be deleted at the end of every shift, so there will be no way for anyone to get a hold of your information following your contact with us.